261: Thoughts on First Contact Resolution
Play • 6 min

Adam shares surprising statistics about first contact resolution, why it’s important, and tips for putting this knowledge to better use.


First Contact Resolution (FCR) is not always customer-centric

How many steps must a customer take before resolving an issue? More importantly, how does the customer feel about the experience of making contact? Because speediness for speed’s sake tends to harm the way customers perceive the experience.

First Contact Resolution (FCR) is a common metric in call centers. Resolving customer issues quickly is very important! However, a narrow focus on FCR can misrepresent the experience the customer is having and lead to undesired results.

“How can an issue be resolved, but not REALLY be resolved?” -Adam Toporek

It’s common to think a service interaction has been a success if the issue was resolved at the first contact. Consequently, the experience around that first point of contact tends to suffer in favor of boosting FCR.

Above all, customers need service that is not only fast, but leaves them feeling confident and satisfied. How can you balance customer effort with overall experience at the first point of contact?

Today, Adam shares compelling statistics around FCR, why it’s important and what you can do to help your staff better understand this metric. Listen in for tips you can use today!

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